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Did You REALLY Mean to Say That?

Recently, I visited a specialty grocery market that offers a variety of foods and beverages from across the world.  I asked the wine steward if he carried a particular labeled champagne (I like, Perrier Jouet).  He asked me if I meant to inquire about “a cheaper brand of wine”.   His question caught me so off guard, I was not sure whether to be insulted that he insinuated my palate was not distinctive enough be familiar with this brand of champagne, or whether I should have been astonished that he felt comfortable assuming I did not know what I wanted.  In either case, I helped him understand that I knew exactly what I asked for and asked him to answer my question.  As it turned out, the store did not have the champagne in stock, however, the bottom line is that he lost the sale—I bought the wine from a competitor.  I did not enjoy the interaction with the wine steward nor the lack of customer service.  Needless to say, my customer experience was unpleasant.

Business Make Over/Renovation?

 Don’t Forget to Re-tool Customer Service Skills

When business profits improve, it is not uncommon for an organization to, among other things, expand the square footage of their existing buildings or construct a brand new facility in order to accommodate the influx of new business.  As the United States finds itself continuing to recover from its recent deep recession, it is not unusual to find facility expansions almost anywhere in the country.  Expansion is an excellent sign of prosperity and is a benefit to the business, the community and the country.  While cranes and earth moving equipment can sometimes be inconvenient, and force us to take alternate routes to our destinations, many of us welcome the sight because it is an indicator of economic growth.

As businesses build extensions to existing facilities or erect new ones, it is also important to remember to review and update the level of customer service.

Now THAT’S Customer Service (and Wisdom)!!

Earlier this year, as I was on my way to run an errand before attending a client meeting, I stopped by an upscale fur boutique to take a quick browse.  The owner met me with a gracious and sincere greeting at the door.  He noticed that I was missing the top button on my blazer and asked if I would like him to sew it on while I browsed.  I did not even realize the button was missing so we briefly retraced my steps outside of the boutique—no button.  The owner said that he would provide a button for me, sew it onto my blazer and I could be out the door and be on time for my important client meeting.  I eagerly accepted his offer.

How to Manage a Talkative Customer

I was shopping at one of my favorite retail big box stores recently.  As I stood in line to pay for the items I intended to purchase, I could not help but observe the long-winded conversation the customer in front of me was having with the cashier.

I was not the only person in line; 3 customers were behind me.  Common courtesy would have suggested to the cashier to graciously end the long-winded customer’s monologue so that the rest of us could make our purchases and be on our way.  Apparently, the loquacious customer decided her topic was important and the cashier did not know how to professionally tell her that she must move along in order to help others who were in line.